Calling Contacts
What is the protocol for calling contacts if they do not pick up the initial phone call?
3x3x2 - 3 dials an attempt 3 times over the course of 2 days.
What does PUI stand for and what does it mean?
Person Under Investigation - Person who is having symptoms related to COVID19 symptoms while under quarantine after being exposed to a case or traveling or someone who tests positive while under quarantine.
T or F you can use your personal email when communicating with contacts
False - @health.ny.gov only
How often should you be refreshing the hubs as you gatekeep?
every 10 minutes
How many CSS Leads are there?
4 (Joe, Jeff, Mike, Hira)
What should your notes include after being unable to reach a contact on your shift?
Write notes in contact monitoring top notes section detailing how many attempts, the contents of any voicemails left and what you would have provided if able to reach contact based on needs indicated by VCT.
How long do you have to convert a PUI when it comes into the hub?
2 hours
When should you email referral information to contacts?
When a contact requests an email vs over the phone
What status is important to look for when gatekeeping and refreshing the hub?
Pending and HP Pending
This Lead speaks two languages fluently
Who is Hira Siddiqui?
If you attempt to reach a contact at two different times in a shift and you don't come in again tomorrow how do you help complete the 3-3-2?
Write your notes in contact monitoring, Place contact back into pending in CommCare and on WGTNPL and alert the CSS Chat that this contact (including ID and line number) needs a third attempt on the next shift
T or F If you cannot reach a PUI you convert within 2 hours and do not have to follow 3-3-2 method.
False
Where should you paste the body of your email?
Notes section in CommCare for CSS Intake Assessment
T or F It is the gatekeepers responsibility to open a closed PUI before assigning to a CSS?
False (It is the CSS's responsibility to open closed PUIs assigned to them)
This Lead boasts a CD collection of 1000!
Who is Mike Lane?
T or F you should leave a voicemail for a contact on the first ring attempt.
False you leave a voicemail on the third ring attempt
What information should be collected for each PUI contact and be included in your note?
Hub, ID#, Household #, Symptoms/Onset, Testing information (location/date/type of test/results), CSS Needs and Resources Provided.
What is are the reasons that you can use your .gov email to send info to someone outside our organization?
Referral Sources that require email requests/Email contact referral sources per their request
How many rows with names already listed can you skip for a preferred language before you need to assign it?
5
This Lead had a minor role in the hit comedy Mr. Deeds starring Adam Sandler.
Who is Jeff Ridley?
If the need seems urgent what can you do as a CSS to try and find an additional number to reach the contact?
Look up any additional household members and see if another contact number is listed and attempt to reach them through those
How do you convert a PUI in CommCare and what is required of the CSS?
Add your notes and Complete the contact out of CSS hub (Double Check this is complete and synced)
Find contact in All Contacts and click Convert Contact to Suspected Case
Click Yes and Submit
Sync
Check your work
Input your information/notes into the Contacts Converted to PUI Sheet on Excel (Wrap your text!)
Complete on the WGTNPL input resource info
Are we allowed to send email info to a family member or friend of the contact?
No
What is one of the most important things to do on the WGTNP BEFORE assigning a contact?
Ctrl F and Search for any contacts or cases already assigned from that household or if the contact was previously assigned
This Lead has climbed the Empire State Building!
Who is Joe Beauchamp?